Complaints process

Formal complaints about your care

We take your medical care seriously. One of our core values is integrity – we are focused on the greater good of the people we serve. We strive to provide health care of the utmost excellence. If you feel we have not met this high standard we apologize and ask your help to improve our service.

If you have any concerns or complaints about the service you have received please contact our practice manager.

All complaints will be treated with confidentiality and be acknowledged within 5 working days. Please refer to your rights under the Code of Health and Disability Services Consumers’ Rights. Alternatively you can make a complaint to the Office of the Health and Disability Commissioner. They can investigate. Call them free on 0800 11 22 33.

Why are complaints about doctors made?

Many medical complaints relate to a breakdown in communication between patient and doctor. Patients can feel like the doctor did not listen or did not care. For example, sometimes a patient can present to the doctor with what seems a routine and normal issue, and the doctor does not take the time to empathize, being too busy with the task at hand. Sometimes the doctor can overlook how everyday health issues can impact significantly on a patient’s feelings.

​Alternatives to complaint

We understand that you may feel angry, hurt, or upset. We want to make you feel better and do what we can to fix things. Please leave a comment on our patient feedback form, call in and talk with us, talk to your doctor or nurse next visit, or write us an email or letter. Let us know if you would like to follow up with you. We can still record your interaction with us confidentially, and document your feedback, as part of our ongoing improvement process.

Our values

At Toi Toi Medical our core values include Empathy and Kindness. We work hard to take the time to check in on how you are feeling, and how we can help. Please let us know during the consult how you are feeling, even if you are coming in for a routine appointment. Please let us know if we are living up to our own values.

Why can't I get the medicine or treatment I need?

We can offer you modern, evidence-based treatment following best practice guidelines. Our core value of integrity means we must act in your best interests, even if it may mean a difference of opinion between patient and doctor regarding a particular treatment. We will work hard to communicate our reasoning and evidence to you and empathize with your situation. Please let us know if you would like us to follow up with you, to find more evidence or to discuss alternative treatments.

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